Mattress Firm Richmond IN — Hotel in Richmond

Buyer Beware: Stearns & Foster Does Not Stand Behind Their Products

I purchased the Stearns & Foster Estate Firm Pillow Top mattress less than seven months ago, expecting a premium product and premium support. What I received instead was a deeply disappointing experience that I feel obligated to warn other consumers about.

The mattress developed a tear in the cover—a defect I discovered while changing bedding. This was not due to misuse or abuse. The mattress has been protected since day one by a 5-inch thick topper, so it has not been exposed to friction, weight, or wear beyond normal, responsible use. Despite this, Stearns & Foster refuses to repair, replace, or stand behind the damage.

Even worse than the denial itself is how the company handled the issue: • No one from their executive team has responded to my direct outreach—despite my repeated messages. • The few staff who do respond have been patronizing, dismissive, and robotic in their communication. • They refused to offer any advice or guidance when I asked how to prevent the tear from worsening. • Their repeated refrain is that because the damage “doesn’t affect structural support,” it’s not covered. That’s a loophole, not a warranty.

Let me be clear: this is not a luxury product and this is not a company that believes in customer care. Once they make the sale, your chances of getting any meaningful help are over.

If a cover tear on a luxury mattress within 7 months of purchase isn’t considered a quality defect, what does that say about the materials used? Or about how little faith they have in their own craftsmanship?

I feel cheated, and I would never purchase from Stearns & Foster again. If you’re considering one of their products, proceed with extreme caution.

Matthew...

Not the best experience. I guess it was frustrating that you have to answer so many questions and build a profile. I already knew what we wanted. We just came to purchase it pay and walk out.I also can’t tell you how frustrating it is that they cannot give you any type of delivery window. At least that’s what I was told at the store. They stated that they could do it on Tuesday, but couldn’t give me any time of day so now we have two of us trying to figure out how to juggle an entire workday and they said they will call the night before. Cannot tell you how upset I am this morning when I got a text message and it said we will let you know later what your time will be unless you purchased the two hour time delivery window and then that will stay the same. I wasn’t offered that. I repeatedly asked if there was anyway we could get a closer window and they stated no. We would’ve paid more if this had been an option offered to us. So to get a text message today and find out that that could’ve been an option, but it wasn’t offered is super frustrating. Basically it’s the only place we can buy a mattress in our area that is 30 minutes away versus driving an hour to a larger city. Therefore, I just can’t recommend it to anyone unless you are desperate. I should’ve just looked at an online option, from Price shopping it appears that would’ve been cheaper anyway. We just spent $4000 on a purple mattress and frame. I think I could’ve got it several hundred dollars cheaper and...

Our sales lady was Aerial and she was absolutely wonderful. She listened to what we wanted, and suggested a perfect mattress for us. I recommend asking for her if mattress shopping. She was very nice and great to work with. Delivery was timely and accurate in our scheduled day. Delivery guys were fast, very pleasant and 100 % professional. Best of all,..we feel like they gave us was 100% fair.

#2 review..unfortunately the mattress we bought didnt last as well as we had hoped. However,..after atleast 10 pictures showing a bad sag in our mattress. They did honor their warranty and give me an instore credit for our purchase. So we tried a more popular mattress. Once again the sales ladies were wonderful. Missy amd Angie were great to work with. They helped me with questions and concerns,..and even discounted the previously discounted price. I highly recommend and stopping and seeing them if you are in the market.

Thanks again Richmond...